Customer Support Specialist

magnusrsi; Makati; On-site; PHP 279,000 - 391,000; Full time

Benefits offered by this job

13th Month Pay

Minimum wage

Job summary

MRSI is seeking a Customer Service Specialist in Makati, Philippines. You will be the primary contact for customers, handling inquiries via chat and email while advocating for customers within the company.

Expect collaboration with multiple departments, data verification from sources, and a proactive, initiative-driven approach to problem solving. The role emphasizes maintaining a customer-centric mindset, following company guidelines, and delivering consistent service.

Qualifications

• Fluent English language skills for customer interactions.
• Customer-centric mindset with good interpersonal skills.
• Able to communicate clearly and manage difficult situations.
• Collaborative team player who handles multiple tasks.
• Demonstrates stress tolerance in a fast-paced environment.

Responsibilities

• Assist customers via chat and email with inquiries.
• Explain how to use services and clarify terms when needed.
• Coordinate with other departments to resolve issues.
• Log tasks per guidelines; escalate and follow up on cases.
• Support ongoing marketing campaigns and promote loyalty.
• Adhere to service standards and strive for KPIs.
• Work 40 hours per week across morning, evening, and weekend shifts.

Skills

Fluent English

Customer-centric

Strong communication

Problem-solving

Team player

Stress tolerance

PC proficiency

Education

High school diploma

Tools

PC user

Job description

Being a Customer Service Specialist at MRSI means being part of the ambition of becoming the best customer service in the industry. Hence, we are looking for proactive, forward thinking candidates that can help drive this company ethos forward. As a Customer Service Specialist, you should be able to work and think independently, come up with creative solutions when needed whilst following company guidelines.

Customer Service is the heart of our company. As a Customer Service Specialist, you will be the focal point of contact for our customers. It means you will understand their issues from their perspective, at the same time you’ll be having extensive knowledge on systems and multiple ways to solve customer’s problems.

In this role, you will be the face of the company for new clients and the advocate for the customers within the company. Communication with our amazing customers is done via chat and email. You’ll support their needs, using your better judgment to avoid sounding robotic. Collaborate with other departments to solve queries, confirming data from different sources. In our team, you will have the potential to learn and achieve a lot, simply by taking initiative. Join us and make a difference!

Key Responsibilities and Task:

• Helping our customers via chat and e-mail, they are cool, but some need more attention than others. The coolest part of the role is using your better judgment and not sounding robotic.
• Working with other departments to solve customer queries requires confirming data from different sources to determine what would be the accurate outcome.
• Helping our customers with all their enquiries ,Explaining how to use services.
• Clarifying company Terms and Conditions when it is needed.
• Assisting customers with ongoing marketing campaigns.
• Logging tasks in accordance with company guidelines.
  Escalating and following up customer cases when needed.
• Promote good relationships with existing customers to enhance brand image and customer loyalty.
• Adhere to the company’s service standards and operational procedures to ensure consistent service quality.
• Continuously improve customer service quality and strive to achieve service goals and KPIs.
• The Customer Service Specialist will be working on shifts of 40 hours/week in total.Able to work three shifts including morning, evening and weekend shifts on public holidays.

Job Requirements:

• High school diploma or above, with a preference for relevant academic background.
• Preferably with more than 1~2 year of experience in customer service or related fields.
• Fluency in the English language;
• Sociability and stress tolerance;
• Experienced PC user;Strong communication and interpersonal skills with a customer-centric approach;
• Strong problem-solving abilities and the ability to handle challenging situations with composure;
• Self-organization, willingness to learn and grow;
• Team player with customer oriented mindset

We believe that by fostering a diverse, inclusive, and growth-oriented work environment, we can attract and retain the best talent. This not only contributes to individual career development but also drives the long-term success of the company. We look forward to welcoming you to our family, as we face future challenges and opportunities together. Check out some of the fantastic benefits on offer.

We offer benefits & package:

• Career Development: A comprehensive employee training and development programto help you grow quickly in your professional field.
• A Positive Work Environment: An innovative and supportive corporate culture that encourages employees to share ideas and realize their full potential.
• Employee Activities: Regular employee gatherings and team-building events to enhance collaboration and strengthen team cohesion.

Competitive Compensation and Benefits:

• A competitive salary package and a comprehensive benefits plan.
• Minimum wage and additional pays (such as holidays or overtime pay)
  13th Month Pay
• Minimum wage

Paid Time Off (Service incentive leave):

• 2 Days off/ week
• Sick leave 5 days
• Special Leave: Paternity Leave, Parental Leave, Disaster Leave, Bereavement Leave

Healthcare and Wellness:

• Medical Health care
• SSS/ PHILHEALTH/PAG-IBIG

Department: CS Department
Locations: Philippines Makati
Remote status: on-site
Employment type: Full-time